At Third Octet, the Service Desk Analyst represents the technical front line between us and our customers. Your focus will be on our Managed Services offering, including monitoring, continuity, and cloud service management. Using your problem-solving skills and ability to connect with people, you will help users overcome obstacles to getting work done.

• Location: Mississauga
• Department: Services
• Reports To: Services Manager

REQUIREMENTS

• Strong passion for technology and a desire to learn.
• Understanding of key Microsoft technologies, focusing on Microsoft 365, including Desktop and Server Operating Systems, Active Directory, and Messaging including basic management and administration; entry-level certification preferred, but not a must.
• Basic understanding of local and wide area networking technologies.
• Ability to work with end users, troubleshoot application and/or service-related issues, determine root causes, and effectively capture resolution steps within internal systems.
• Exceptional written and verbal skills.
• Ability to manage time effectively and efficiently, including punctual responsiveness.
• Ability to understand the key difference between proactive and reactive work habits.
• Ability to multi-task and adapt to changes quickly while embracing ambiguity.
• Self-motivated, with an entrepreneurial desire and the ability to work in a fast-moving team environment – all about the hustle and grit.

WHAT YOU’LL DO

• Provide support services to internal project teams and client IT teams and/or end users directly through calls or emails.
• Troubleshoot complex technical support incidents and problems for our customers.
• Manage and support internal and managed infrastructure elements, including Shared Messaging, Private Cloud, Data Continuity, Monitoring, and AAS offerings.
• Demonstrate excellent customer service skills throughout a customer’s journey.
• Maintaining internal documentation and abiding by governance procedures and policies.
• Adhering to Service Level Agreements (SLAs) and Operating Level Agreement (OLAs) in place, dependent on client.
• Assisting with internal initiatives relating to infrastructure operations, including production and shared service infrastructures, and implementing demonstration/conceptual infrastructures for client engagements.
• Maintain certification and taking courseware relevant to Third Octet solution offerings.
• Document and develop in-depth knowledge of client’s existing IT environment.
• Conduct research on emerging technologies to ensure cost effectiveness and infrastructure flexibility for internal and external operations.
• Rotate with other team members to be on call during after hours and weekends.

At Third Octet, the Service Desk Analyst represents the technical front line between us and our customers. Your focus will be on our Managed Services offering, including monitoring, continuity, and cloud service management. Using your problem-solving skills and ability to connect with people, you will help users overcome obstacles to getting work done.

• Location: Mississauga
• Department: Services
• Reports To: Services Manage